The Retail Customer: New Behaviors, New Expectations

The pandemic is driving a shift in when, where and how customers shop; forcing an acceleration in digital transformation plans.

The pandemic has upended every aspect of our lives, including our priorities and expectations around the retail experience.

The retailers and brands that were more digitally mature pre-pandemic fared far better during the 2nd quarter 2020. In addition, the retailers and brands that can identify and adapt to new customer expectations will have the best chance to survive and thrive going forward.

permanently change the way people shop and that most consumers will move exclusively to omnichannel shopping.

Digital sales continue to rise, despite a fall in overall retail sales in Q1’20. Growth is driven by customers adapting to new lifestyle changes and adoption by new users.

This shift is accompanied with a change in how customers shop for goods and services.